OMBUDSMAN

The Ombudsman Office at the service of relevant external parties within the ecosystem

The Ombudsman Office

Acting in total independence and in compliance with international standards and best practices, the Ombudsman Office is aimed to be the ultimate space for mutual comprehension, consensus, and determined quest for fair negotiated outcomes of situations of conflicts and/or misunderstanding, and eventually contentious issues.

Independence

The Ombudsman and the Ombudsman office are totally independent on both organizational and hierarchy structures, as well as form the executive management of the OCP. Picture of the author

Neutrality & Impartiality

The Ombudsman and its office are obligated to full impartiality, fairness and objectivity in carrying their activities. Picture of the author

Confidentiality

The Ombudsman and its office is obligated to strict confidentiality with regard to information, communication and/or exchanges with relevant stakeholders, and takes all reasonable means to safeguard and ensure such confidentiality. Picture of the author

Informality

The Ombudsman act based on an informal approach based on engaging informally with third parties by listening, gathering and processing information identifying reasonable solutions, and building consensus around fair solutions to all concerned parties. Picture of the author

Why an Ombudsman Office?

In line with the OCP group’s corporate vision of continuously improve and smoothen relations with its ecosystems, the creation of the Ombudsman Office aims to reinforce good governance and transparency practices.

Who can approach the Ombudsman Office?

The OCP Group’s Ombudsman Office is open and shall remain accessible to all third parties within the Group’s ecosystems. The Ombudsman Office can be approached by the all relevant external stakeholders as follows.

Customers

Existing and potential partners

NGOs

Suppliers

Frequently Asked Questions

The Ombudsman Office is accessible through the following channels:

DOES THE OMBUDSMAN ADVOCATE FOR COMPLAINANTS ?

The role of the Ombudsman, is to be impartial – not to advocate for one side or another (the complainant or the body being complained about). Once the Ombudsman has made findings, based on evidence, he makes recommendations for constructive change – and makes the case for his recommendations to be accepted.

HOW LONG WILL IT TAKE THE OMBUDSMAN TO RESPOND TO MY COMPLAINT ?

We will respond as quickly as possible. Most complaints are responded to and fully resolved within two weeks or less.

DO I HAVE TO GIVE MY NAME? WILL I BE PUBLICLY IDENTIFIED ?

In most cases, our staff ask for your name and other relevant information in order to address your complaint, but all complaint information is kept strictly confidential, and complainants are not identified without consent.

WHEN SHOULD I CONTACT THE OMBUDSMAN ?

Contact the Ombudsman if you have a problem you have been unable to resolve with OCP Group and its subsidiaries. You can also contact us for information about our work or our processes.

WHO CAN COMPLAIN TO THE OMBUDSMAN, AND WHAT DOES IT COST ?

Anyone can complain, and there is no cost to complainants or to the organizations that are the subject of complaints.

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